Brooks Brothers: most-reported complaints
Automated analysis of 100 public Trustpilot reviews published 2021-07-29 to 2026-09-03. TrustScore 1.8 from 204 total reviews — see the Trustpilot page. Quick answer: is Brooks Brothers legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 39% of the 89 complaints identified in the 100 reviews analyzed. Issues with faulty products and failed deliveries were also frequent, representing 19% and 18% of complaints respectively. Additionally, reviewers noted that refunds were refused, a trend that has been rising and accounted for 17% of the complaints.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company has not claimed its Trustpilot profile. We last checked this profile on 2026-09-27 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 5 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 10/09 Win £600 Workwear Wardrobe with Brooks Brothers (Edinburgh only)”, “E: 30/10 win a £250 shopping spree at Brooks Brothers.”, “E: 31/03 Win £500 VIP experience at The Avenue, Manchester”.
Severity: 18% of this company’s 89 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.0 days between the experience and publishing their negative review (72 reviews record both dates).
Sector benchmark: support unhelpful makes up 39% of this company’s complaints vs a 18% median across 164 ranked companies in its sector.
Review velocity: 25 of this company’s 204 Trustpilot reviews (12%) were written in the last 12 months.
What are the most common complaints about Brooks Brothers?
Support unhelpful
35 reports · 39% of complaintssteady“Their exchange service and gustomer service is abysmal”
3 readers marked this review helpful on Trustpilot.
“Requested for other shipping label and they say they can't provide and i must use Fedex only”
2 readers marked this review helpful on Trustpilot.
“on the purchase confirmation email it says the total comes to £760, yet I was charged £952”
1 reader marked this review helpful on Trustpilot.
Faulty product
17 reports · 19% of complaintssteady“the brand logo on the product itself is so bad that it will wash off in a couple of cycles”
1 reader marked this review helpful on Trustpilot.
“2 of them are made of a low quality fabric that would have been returned if return shipping didn’t cost an additional $50.”
1 reader marked this review helpful on Trustpilot.
“The delivered item was in a wrong size and the only choice I was given is to bring to the nearest drop off location 2 miles away.”
Delivery failed
16 reports · 18% of complaintssteady“Wrong articles, no customer service, no response to many emails”
1 reader marked this review helpful on Trustpilot.
“The purple shirt was never delivered. Instead, I received a completely different item”
“it was never delivered. Despite multiple emails and calls, their customer service team repeatedly refused to acknowledge the issue or offer a refund”
Refund refused
15 reports · 17% of complaintsrising since 2024-12“outside their utterly restrictive 14-day return policy so they refused to help in any way.”
2 readers marked this review helpful on Trustpilot.
“They do not accept returns despite me sending back via UPS as the courier. The customer service is terrible as they ignore, and will not answer emails.”
“it was never delivered. Despite multiple emails and calls, their customer service team repeatedly refused to acknowledge the issue or offer a refund”
Not as described
14 reports · 16% of complaintssteady“2 of them are made of a low quality fabric that would have been returned if return shipping didn’t cost an additional $50.”
1 reader marked this review helpful on Trustpilot.
“The purple shirt was never delivered. Instead, I received a completely different item”
“Brooks Bros customer service would not allow me to return the pants for a smaller size”
Delivery late
12 reports · 14% of complaintsrising since 2024-12“the brand logo on the product itself is so bad that it will wash off in a couple of cycles”
1 reader marked this review helpful on Trustpilot.
“The suit that showed up was not even close and required significant alteration”
“UPS flagged a problem with the delivery details, but its website locked the tracking number”
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Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-18.